The Ritz-Carlton, Lake Tahoe

13031 Ritz-Carlton Highlands Court | Truckee, CA 96161  [SEE MAP]Truckee, CA  [SEE ADDRESS]

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Guest Reviews

TripAdvisor Traveler Rating 5

A fantastic place to stay in Tahoe

Feb 11th, 2020

The Ritz Carlton lake tahoe exceeded all of our expectations. The location can't be beat (ski in ski out with conventient access to Northstar village.) Being in the mountains, there are spectacular views through out the property. The overall design of the hotel is spot on, very natural feeling but modern, and well kept up. Staff from check in, to mountain conceirge, to club level all did a wonderful job. The rooms are plain, but nice and very servicable, and also well maintained. We were very happy at the Ritz Carlton Tahoe and can't wait to book our next trip. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 4

First Time Lake Tahoe Multiple Times Ritz

Feb 7th, 2020

I was not sure what to expect from this particular Ritz Carlton location. Due to the previous negative reviews it was my opinion from reading them, that guests were testing management in hopes to get comp for anything and everything. We were greeted at valet and quickly took our bags to the check in desk where we were greeted and promptly taken to our room. Beautiful room, nicely appointed, and perfect for our ski trip! Although slow (first night was not cleaned until 5 in the afternoon), restocked and fresh! "The Living Room": gracious staff, prompt service, and good food Concierge scheduled a snowmobiling excursion that was one of the highlights of the trip!! Skiing just perfect! Cafe Bleu perfect for that morning coffee and pastry This resort will be different than other Ritz. Those resorts are in a market where the demand for excellence is expected and warranted. This FAMILY Ritz Carlton Tahoe is different from "champagne wishes and caviar dreams"!!! It's more of a come as you are, bring the kids, pass the french fries, bring Fido, (LOVED seeing them enjoying their vacation as well) and have S'mores by the campfire! It's not about whether you were acknowledge according to your membership level with Marriott, or whether you were greeted with champagne or not, it's about sharing time with family, friends and making memories. For that I thank the Ritz Carlton Tahoe for making our memories of time together, and enjoying your absolutely beautiful location and wonderful people. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

Home for the Holidays

Feb 6th, 2020

When it comes to family ski trips you really can’t beat the Ritz Lake Tahoe. By far the most upscale resort in town and the instructor school is the best! The restaurants were wonderful, the lounge and apres ski were everything you could ask for but the real treat was their spa! We booked an ultra romantic couples massage and steam that was the perfect ending escape from the kids with floor to ceiling windows looking out on the gorgeous snowy woods. (Don’t worry the kids were fully entertained with campfire s’mores and arcade) Couldn’t ask for a better trip! TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 2

Not a 5 Star Resort

Feb 5th, 2020

My husband and I stayed at the Ritz Carlton Lake Tahoe January 11-16, 2020. Truthfully the hotel had made a poor impression long before we arrived. First we were part of a large conference and the person in charge of the block was out of town and then no one else could assist with the reservation. By the time the person responded to my email, 3 weeks had gone by. Not a great first impression. The second thing that left a bad taste in my mouth was that prior to arrival I had emailed the hotel to get a humidifier for our room. I am still awaiting a return email. Check in went smoothly. The front desk staff, the wait staff and the bellman are wonderful. It is a reflection of who they are as people and wanting to serve others. Their management is atrocious. If you are planning to respond, Mr. Southwick, please do not!! You had an opportunity while I was in house and did not. This resort has the makings of a 5 star resort!! The location is amazing. The support staff wants to do nothing more than to make you happy. The problem is that they are in reactive mode and not proactive mode. They want to fix the mistakes!! The problem is that the mistakes are consistent throughout the property and the frequency is almost laughable. Housekeeping failed to clean our room on our first day. I called the front desk 4 times allowing the phone to ring 20 times before the 5th time I called and someone answered. Housekeeping did not pick up when I called them. Guest services did not pick up when I called them as well. When I finally spoke to the desk. They were apologetic. They asked when they could send someone to clean the room, I gave them a time. No one showed up at the designated time. Just when I was leaving my room I saw housekeepers on the floor and asked if they were aware of my room not being made up. The answer was no. They were happy to take care of it and did. So where is the communication. I had at least 3 of my meals comped because the kitchen staff did not get my order right. One evening I was so disgusted I just gave up ordering food and ate no dinner. I am not exaggerating. If this was not enough, they have a shuttle that picks up their guests from the town of Truckee at appointed times. Perhaps the shuttle has finally made it to Truckee by now. We took the city bus back. The front office manager was nice enough, but ineffective. As previously stated the General Manager failed to respond to me via email and Linkedin. The Ritz Carlton would do well with better management, because their support staff understand their jobs!! By the way, I worked previously in hotels for 7 years as a front desk clerk, night auditor, shift supervisor, front office manager and sales and catering. I would not go back . TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 2

5 Star Location , Not 5 Star Service

Jan 25th, 2020

First of all, I can’t believe I’m about to write a bad review for this place. I’ve been many times, at the same time of year each time for my daughters birthday and we have kept going back each year BECAUSE of the great service. There are literally so many things that were not up to usual standard on this last trip, I won’t have enough room to list them here.... Firstly check in. As a Marriott Bonvoy ambassador, I get around quite a lot. 97 nights in 2019 to be precise. So I know what to expect. Most of the time I get a fantastic welcome even from lower rated chain brands and those at airports. Here, I got no reference or thanks for status, no offer of a glass of wine a check in (even though it was clearly out at the back) , no room upgrade, and to make matters worse the room wasn’t even ready. Then , to top things off, even though I clearly booked a room for 4 people, and the Marriott app allows you to book, they gave us a room with 1 bed and informed us of a new policy where they only allow a single pull out for health and safety. I questioned where my second daughter would sleep? Presumably next time I’ll need to take a blow up bed. Not 5 star service. After I complained to the manager, I did get $150 off food at the Manzanita Restaurant... which is the topic of my next section. Again, we’ve eaten at this restaurant before , so was expecting a nice meal. In fact we spent valentines 2018 here so know they can serve a nice meal. I ordered fillet steak, my wife had duck, our friends had the same . Kids had various, all of which were fine. The adults mains came out... after a really long wait... and were all cold! The waitress seemed offended when I complained, and I was told the steak was supposed to be cold because I asked for it medium rare! Whatever. I ate it anyway. My wife sent hers back, and it returned a second time hot on the outside but cold and raw in the middle. I would question who is running the kitchen. If Gordon Ramsey ever reads this review, please when you visit next go and show the chef how to cook duck. I can’t cook, but I use a Gordon Ramsey recipe when I cook duck, and it’s pretty darn simple. I should note that the cold appetizers were supposed to be cold, and were very nice . Service in the lounge was pretty hit and miss also. Ranging from just plain slow service, to dishes being served cold. But then some things, like the beef stew were really good. Forget trying to get food at the outside bar in the day. There is no priority for hotel guests and the wait times are huge as everyone comes up from the ski area. Outside pool service was disappointing too. When you finish skiing around 4 and head to the hot tub and pool, you really want a cocktail served outside. Kind of expected at the Ritz. Not here. Go inside and get your own . Would suggest they consider keeping the outside bar open a little longer . To close, we were so disappointed with our stay. The location is awesome, ski in ski out services best anywhere I’ve stayed. But the service this time really wasn’t up to par. I felt bad complaining, and wondered if it was just me, but other hotel guests we spoke to were saying how they been here time and time again and this was the first year they’d had bad service. Come on ritz Carlton - get this sorted out please . TRIPADVISOR.COM USER 

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